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Integrating Oracle iSupport into Online Customer Service Portal for RMA

Integrating Oracle iSupport into Online Customer Service Portal for RMA. Presented by: Craig Vidal Anant Soni. January 17, 2007. Agenda. Overview Background – Client Background – Challenges Proposed and Delivered Solution Process Flow Online User Registration RMA Creation

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Integrating Oracle iSupport into Online Customer Service Portal for RMA

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  1. Integrating Oracle iSupport into Online Customer Service Portal for RMA • Presented by: • Craig Vidal • Anant Soni January 17, 2007

  2. Agenda • Overview • Background – Client • Background – Challenges • Proposed and Delivered Solution • Process Flow • Online User Registration • RMA Creation • Back-end Automation • RMA Status • Repair Estimate Approval • Exception Management • Screen Captures • Customer Portal Login Page • Customer Portal Home Page • Create Service Order • Service Order Summary • Service Order Confirmation, packing Slip and contamination form • Depot Repair Order • RMA Receipt • Estimate Approval • Repair Order and WIP Status • Change Password/ Account Information • Online Help • Customer Exceptions / Resolution • Outcome and Highlights

  3. OVERVIEW

  4. Background - Client • The Client is a technology leader providing critical instruments and systems integration solutions in advanced gas and chemical delivery to the global semiconductor and electronics industries. Its customer base includes both original equipment manufacturers (OEMs) and FAB owners. • The Client has more than 15 offices worldwide providing direct sales, service and applications support. The client has its Enterprise Applications running on Oracle Applications Release 11.5.9. • Number of Employees: 1300 worldwide • Count of Manual RMA Transactions: approx 1200 per month including component sub assembly replacements

  5. Background – Challenges and Goals Challenges • RMA processing was taking several months • Major customer satisfaction issues • The entire process was plagued by various pain-points • Due to lack of transparency and ease of use, the client was losing Repair Revenue Goals • Customers to create their own RMA’s over the internet • Manage only exceptions through Customer Service back-office • Significant reduction in overhead • Increased customer satisfaction

  6. Proposed and Delivered Solution • Implement Oracle iSupport as the core module for RMA capture • Back-end Automation around Oracle modules like Oracle Depot Repair, Oracle Order Management, Oracle Pricing and Oracle Work In Process to ensure minimal manual intervention and seamless process flow up to invoicing • Customized Exception Management to manage exceptions in the RMA capture process effectively • Online user registration to allow customers self-register • Online Service RMA for managing and optimizing all “Return for Repair” activities • Automation of entire RMA process • 24x7 access of RMA progress information to customers

  7. PROCESS FLOWS

  8. Process Flow – Online User Registration • Online User Registration allows customers to create their own user accounts. • Use of Data Quality Management (DQM) avoids data duplication.

  9. Process Flow – RMA Creation Notify Customer Generate Packing Slip & Contamination form • Provides interactive user interface to capture Billing and Shipping addresses, repair types, payment methods, shipping instructions and other details • Offers flexible pricing and repair discounts to the customers upfront • Customers can get a copy of packing slip and contamination form online

  10. Process Flow – Backend Automation Create Repair Estimates Create Service Request Create Repair Order, Work Order • Back-end Automation around Oracle modules like Oracle Depot Repair, Oracle Order Management, Oracle Pricing and Oracle Work In Process ensures minimal manual intervention and seamless process flow up to invoicing

  11. Process Flow – RMA Status Export to excel • Customers can get real time information on RMA status, RMA details, Shipping and Billing details.

  12. Process Flow – Repair Estimate Approval Approve Generate invoice Ship Material Generate invoice Add evaluation fees Scrap Cancel Work Order • Customers get email notification regarding estimate approval • Customers can then Approve/ Reject repair estimates

  13. Process Flow – Exception Management Update Install base Create RMA

  14. SCREEN CAPTURES

  15. Customer Portal Login Page

  16. Customer Portal Home Page HTML Bins displaying Recent RMAs, RMAs awaiting for customer approval.

  17. Create Service Order Customer Contact Information Select Billing and Shipping addresses Enter Product Information Enter PO Number, Shipping Information

  18. Service Order Summary Click on the “Place Order” button to create RMA

  19. Service Order Summary Note down the Return Order number. Click on the links to print packing slip and contamination form

  20. Service Order - Packing Slip Packing slip with barcode Ship your units to mentioned address.

  21. Contamination Disclosure Form

  22. Repair Order Search Search Repair order by RMA number. Back-end automation has created Service Request, Repair Order and repair estimates

  23. Repair Order Search

  24. RMA Receipt Back-end automation will create a WIP job against this repair order after receiving.

  25. RMA – Submit for customer approval Verify product entitlement, repair type and submit this RMA for customer approval.

  26. Repair Estimate / WIP Job Status Repair Estimate status changed to “Bid” WIP Job goes in “Hold” state.

  27. Service Order Status Search RMA details by providing RMA number. If required reprint packing slip, contamination form

  28. Service Order Details

  29. Service Order – Charge Details Approve/ Decline repair estimates

  30. Repair Estimate / WIP Job Status Repair Estimate status changed to “Accepted” upon customer approval WIP Job gets “Released”.

  31. Reset Password

  32. Online Help

  33. Exception Management List of the exceptions raised by the customer.

  34. Exception Resolution Resolve this exception by adding a product to the selected RMA.

  35. OUTCOME & HIGHLIGHTS

  36. Outcome • Simplification of RMA processing • RMA processing time reduced from 2 weeks to 5-10 min • Manual Exception management time reduced by 70 % • Customer responsiveness improved by 120 % • Focused on ‘Voice of the Customer’, and improving customer responsiveness and lead times • Higher customer retention

  37. Highlights • USJade had a team of 6 offshore and 1 Onsite personnel • Project was executed within 4 months • Project was closely monitored by client for successful completion within the planned schedule – Client was happy with the regular status updates and the onsite/offshore team coordination was commended. • Post–migration support has helped lower operational costs and sustained benefits

  38. For Additional Information, Please contact Craig Vidal on email: sales@usjadecorp.comor Phone: 408-436-8303 Thank You

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